Business Systems Analyst II – ServiceNow
Listed on 2026-03-14
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IT/Tech
IT Business Analyst, Systems Analyst
To Apply for this Job
Contract to hire
100% Remote
Must be located in Alabama, Arizona, Arkansas, California, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Mississippi, Missouri, Nebraska, Nevada, North Carolina, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia
The Senior Business Systems Analyst (BSA) will play a critical role in supporting the Service Now Customer Service Management (CSM) module within the Service Operations department. This role will serve as the strategic liaison between business stakeholders and the Service Now development team, ensuring that business requirements are accurately captured, prioritized, and translated into actionable user stories and technical specifications.
Key responsibilities include:- Gathering and documenting business unit requirements for new features and enhancements in the Service Now CSM module.
- Collaborating with Service Operations to prioritize requests, estimate level of effort (LOE), and define workflow logic.
- Ensuring that user stories are complete, well-organized, and technically feasible before development begins.
- Acting as a translator between business and technical teams, helping developers understand the business context and goals.
- Supporting workflow design and ensuring alignment with Service Now best practices.
- Enabling developers to focus on workflow development by handling upstream analysis and documentation.
- Providing ongoing consultation to Service Operations on roadmap planning, backlog grooming, and release readiness.
Programs Supported by
Job Role:
- Service Now CSM Enhancements
- Service Now Workflow Optimization
- Customer Experience Improvement Projects
- Integration of CSM with other enterprise platforms
- Business Unit Onboarding to Service Now
- Continuous Improvement Initiatives
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